Navigation Supervisor in San Antonio, Texas at The Multi-Assistance Center At Morgans Wonderland

POSITION SUMMARY:

The Navigation Supervisor is responsible for overseeing the daily operations and the Navigation staff who support MAC Members in accessing and navigating the MAC Care Model. This role ensures high-quality program delivery, provides staff supervision and training and supports the development and implementation of program policies and procedures. The Navigation Supervisor also carries a caseload and serves as a Navigator for MAC Members.

The position is a center-based position and involves developing and maintaining long-term interaction with MAC Members, their families, and MACers for medical, therapeutic, community support services, and related service needs.

MAC COMPETENCIES:

• Active Listening Skills – Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
• Critical Thinking – Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
• Compassion – Requires being sensitive to others' needs and feelings and being understanding and helpful on the job.
• Integrity – Requires being honest and ethical.

QUALIFICATIONS:

Education:

• Have a bachelor's or advanced degree from an accredited college or university; or
• An associate degree in a social, behavioral, human service or health-related field including, but not limited to, psychology, social work, medicine, nursing, rehabilitation, counseling, sociology, human development, gerontology, educational psychology, education, and criminal justice; or
• A high school diploma or certificate recognized by a state as the equivalent of a high school diploma

Supervisor Experience to Include any of the Following:

• Proven experience in a supervisory or team lead role that includes direct oversight of staff, delegation of tasks, performance monitoring, conflict resolution, and ensuring team productivity.
• Three years of related experience working with individuals with special needs and/or vulnerable populations who have chronic or complex conditions.
• Specific expertise in related area (specific diagnoses, Medicaid, Social Security, legal, healthcare, etc.).
• Family member of an individual with special health care needs with successful and extensive experience serving as their child/youth’s case manager/advocate and documented appropriate education or training related to case management. Qualifications must be specific to the job description and may be reviewed.
• Other qualified individuals with extensive and documented successful experience working in community programs serving individuals with special health care needs. Qualifications must be specific to the job description and will be reviewed.

ESSENTIAL FUNCATIONS:

• Provides daily supervision and guidance to assigned Navigators.
• Reviews assigned Navigators casework to ensure accuracy and adherence to policy and procedures
• Support with education and training on Navigation workflow and impact of MAC Care Model
• Conducts regular check-ins with assigned Navigators to gather feedback on areas of improvement on Navigation workflows and MAC Care Model
• Provides feedback to leaders on assigned Navigators performance outcomes
• Supports with team meetings and Navigator understanding of discussed topics
• Supports with transfer cases when Navigators transition out as employees
• Support with Navigator caseload if out for extended period of time
• Serve as the primary point of contact for assigned MAC Members with special needs—including individuals with intellectual and developmental disabilities (IDD)—and their families or guardians, using a person-centered, advocacy-based approach.
• Conduct and review the MAC Pre-Screening and Intake Process in a private, confidential setting to assess needs and identify social determinants of health.
• Create individualized MAC Care Plans and assist Member with linkages to supports.
• Determine appropriate services and referrals, sending referrals through the MACNav system to MACers and/or community partners ensuring a closed loop referral process throughout the duration of services.
• Maintain complete and accurate records in the MACNav system, ensuring data is updated, accessible, and compliant with confidentiality standards.
• Support with coordination of appointments, follow-ups, and service connections for MAC Members
• Provide ongoing support to MAC Members and their planning teams to develop natural support, social networks, and meaningful community integration.
• Identify and assist in resolving service barriers and provide advocacy to address gaps in care or access.
• Serve as a liaison among MAC Members, families, service providers (MACers), and community partners to ensure holistic and coordinated service delivery.
• Participate in interdisciplinary team meetings, serving as a MAC Member advocate and contributing relevant information to service planning discussions.
• Conduct required MAC service surveys in accordance with MAC Policies and Procedures.
• Stay informed about available community services and resources to offer accurate, timely support.
• Monitor and follow up on services and referrals according to the timelines defined in MAC Policies and Procedures.
• Address MAC Member grievances by working with leadership to create and implement action plans for resolution.
• Collect feedback from MAC Members and recommend improvements to MAC navigation services based on insights gained.
• Meet or exceed established productivity benchmarks for the navigation program.
• Participate in required training sessions, meetings, and other required educational sessions.
• Perform all other duties as assigned in alignment with MAC program goals and standards.

PREFERRED SKILLS:

• Experienced in supporting individuals with special needs, especially those with intellectual and developmental disabilities (IDD), across diverse age groups and support requirements.
• Extensive knowledge of regional service systems, community resources, and non-medical drivers of health (NMDOH)
• Strong interpersonal, communication, advocacy, and critical thinking skills, with the ability to collaborate effectively with individuals, families, and multidisciplinary teams.
• Committed to person-centered practices, self-determination, inclusion, and culturally responsive engagement with diverse populations.
• Proficient in Microsoft Office and electronic data tracking systems (e.g., MACNav), adaptable to changing environments, and capable of managing shifting workloads independently and as part of a team.

WORKING CONDITIONS:

The working conditions described herein are representative of those an employee encounters while performing the essential functions of the position. Reasonable accommodation may be made to enable individuals with disabilities to perform essential job functions.

• Job Type is a full-time position, 40-hour work week
• Position is based in a standard office environment with possible travel to meetings and outreach events.
• Core business hours are Monday through Friday, 8 a.m. – 5 p.m.
• After-hours work is required from time to time, including evenings and weekends.

OTHER

• Must present a neat, clean, well-groomed, professional appearance.
• Must have a valid Texas driver’s license and a reliable vehicle with the minimum auto insurance required by the State – must keep license and insurance current or have reliable transportation.

Why You’ll Love Working at Morgan’s

• Impact: Shape marketing and digital/social media across five Ultra Accessible™ entities, amplifying inclusion for individuals with disabilities.
• Innovation: Utilize on-site production facilities to drive in-house content creation and elevate marketing capabilities.
• Culture: Join a value-driven mission centered on empowerment, inclusion, education, and innovation.
• Collaboration: Work with a diverse executive team and passionate staff.
• Leadership: Position Morgan’s as a national model for inclusive experiences.

Total Rewards Summary:

• Health and wellness benefits – health/dental/vision insurance, prescription drug discounts, employee assistance programs and wellness programs. Morgan’s pays 100% of employee only coverage for Medical Plan 1, Dental, Vision and Basic Life.
• Financial and retirement benefits - include 401(k) plans, profit-sharing plans and financial planning assistance, and matching contributions.
• Time-off and leave benefits - 3 Weeks of PTO accrual and 40 hours can be rolled over to the next calendar year. 11 holidays per year with paid parental leave.
• Discounts for employees - Complimentary Family & Friends Season Passes. Discounted single-day tickets after comp ticket bank exhausted, in-park food, beverage, and merchandise, and birthday, cabana, and facility rentals.
• Life Insurance & AD&D - $50K Basic Life/AD&D insurance policy at no cost to you.
• Disability Insurance - Short-term & Long-term disability coverage is available
• Onsite Communicare - Our Communicare partnership offers a $0 copay waiver, priority scheduling/appointments, prescription discounts and home/work delivery. $0 Copay for Telehealth Nurseline available (24/7).

Morgan’s Wonderland is an equal opportunity employer. All qualified employees and applicants will receive consideration for employment without regard to race, color, religion, sex, age, pregnancy, marital status, national origin, citizenship status, disability, military status, sexual orientation, genetic predisposition or carrier status or any other legally protected characteristic.